Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance

Financials

1K-5K (1365)

$106M raised

29 open positions

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Member Care Advocate (MCA) - September Cohort(s)

2 weeks, 5 days ago

United States

Contract

Junior

Customer Support

Customer and Technical Support

HIPAA

Apply Now

Included Health

Insurance

1K-5K

$106M raised

View All Jobs 29

Description

Answer inbound calls and chats with clear, empathetic, member-centered support.
Explain benefits coverage, cost-sharing concepts, and basic eligibility details.
Help members find in-network providers, update account information, and check request status.
Guide members through standard enrollment or scheduling steps for available programs such as virtual care.
Resolve clearly defined issues end-to-end using established workflows and scripting.
Educate members to reduce future confusion and repeat contacts.
Use internal systems, knowledge bases, and carrier portals to research questions and determine next steps.
Document interactions and follow-up actions accurately and concisely.
Meet or exceed quality audit and member satisfaction expectations.

Requirements

Bachelor's degree plus at least 2 years of customer service or healthcare experience, or 5 years of relevant healthcare or benefits navigation experience.
Comfortable handling a high volume of inbound calls throughout the day using VoIP phone systems such as CXOne.
Strong familiarity with Google Workspace, Apple products, and CRM software.
Ability to learn proprietary tools quickly.
Excellent customer service skills with the ability to de-escalate challenging situations and maintain a professional, friendly demeanor.
Strong verbal communication skills for explaining benefits, processes, and next steps clearly and confidently.
Strong written communication skills in English for accurate documentation.
Ability to think critically within defined workflows and use available resources to resolve well-scoped issues.
Comfortable gathering information, asking clarifying questions, and summarizing issues for follow-up by other teams when needed.
Understanding of HIPAA guidelines and commitment to member confidentiality.
Ability to work from a secure, distraction-free home office with reliable internet.
Availability to complete a 3-week paid training period from 10 a.m. to 7 p.m. EST, Monday through Friday, with no planned time off.

Benefits

Remote position.
3-week paid training period.
Opportunity to work for a mission-driven healthcare company.

Interested in this position?

Apply directly on the company website

Apply Now

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